AccountId: 011433970860
ContactId: e00586b9-c1d9-40b0-9566-82bf36abb22b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109510 ms
Total Talk Time (AGENT): 43915 ms
Total Talk Time (CUSTOMER): 44390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/e00586b9-c1d9-40b0-9566-82bf36abb22b_20250423T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling in regards to a mutual patient. I'm just calling for their maximum amount and what's remaining.
[AGENT][POSITIVE] All right, I'm happy to take a look. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, patient's policy number is 01665264 M like mother L like Larry 8.
[AGENT][NEUTRAL] All right, let me
[AGENT][NEUTRAL] Be
[AGENT][NEUTRAL] Can I get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, first name is [PII] last name [PII].
[AGENT][NEUTRAL] Thank you. Date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient plan, effective date [PII], the patient's plan has terminated as of January of this year.
[CUSTOMER][NEUTRAL] OK, so as of January this year it's been terminated. Has there been any change? Do they have a different policy number or a different?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Like, are they still with American public life, or they're completely terminated? No other?
[AGENT][NEUTRAL] Yeah, I don't see any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] OK, no worries. Can I get a reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initials and today's date. My name is [PII], that's [PII] and then last initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for the help. I really appreciate it.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye-bye.